Monthly Update – May 2025
Welcome to our monthly update for May 2025.
Here you can see some of our statistics for missed appointments (DNAs), patient feedback from our Friends and Family Test, and the traffic on our telephone lines for the last month.
Missed Appointments (DNAs)
Please remember to cancel your appointment if you no longer need it by replying CANCEL to your reminder text message, on your NHS app, or by phoning or visiting the practice.
If you don’t cancel your appointment, and choose not to attend, this means that we can’t offer your booked time to someone else who needs it.
It will also be marked on your record as a DNA (Did Not Attend). If you have several DNAs, this could result in a breakdown of trust between you and your GP, which ultimately could lead to you being removed from the practice list.
Wasted appointments means unwell patients aren’t able to be seen.
Please, help us help you.
Friends and Family Test Results
Thank you for your feedback on our services, we are listening.
Please see some of the frequent comments we receive, and some behind the scenes information on our feedback page.
Hatherton Medical Centre
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• Dr Paulus is a wonderful doctor, he has always been supportive and always makes me feel at ease with any medical issue I am facing, and is always compassionate and provides excellent care.
• Because staff on reception very helpful especially male reception on ground floor , who desk with Hatherton umbrella patients. And physiotherapist Marie was brilliant.
• It was the second time I’ve met with Nurse Stephanie and frankly I think she is outstanding. She’s excellent at listening to my medical ills and her follow through advice is pertinent, solid and to the point.
Mossley Fields Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The staff are always friendly and helpful, the surgery is spotlessly clean and the Dr Rasa is always so kind, caring, compassionate.
• Lisa is an amazing professional nurse and lovely friendly lady a real asset to the surgery thank you !
• Excellent customer services, nurses and doctors are so helpful and the receptionist are also very helpful, polite and friendly.
Holland Park Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Dr chalissery was very understanding and asked questions I felt were aimed towards getting me help, overall I felt very comfortable with him.
• Reception was nice and friendly on entry, nurse made me feel very welcome and relaxed for smear test.
• The lady physio was very kind, friendly ,helpful and was very professional. Gave me some good advice.
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Dr Dhillon was very attentive and reassured us of any worries we had.
• The practice nurse Steph Pritchard was very helpful, she listened and took time with assessing my symptoms.
• My Dr was very understanding, calm and listened to me on a sensitive subject that I felt awkward talking about. She didn’t rush me and I came away satisfied with the support given.
Telephone Lines
Our telephone system allows us to monitor all calls in and out of the practice. These statistics are monitored on a daily basis.
All calls made from and received by the practice are recorded for medico/legal purposes.
We apologise if you are kept waiting. Our staff work very hard to answer your calls as soon as they are able to, alongside their long list of other responsibilities in their reception role.
If you need to contact the practice and are finding it difficult to get through on the phone, or don’t have time to wait in the call queue, please consider submitting an online request. You can contact us about a medical, administrative or prescription issue, and will receive a response within 2 working days.
Hatherton Medical Centre
Total calls answered: 8,724 (81%)
Total calls answered in under 5 minutes: 6,379 (73%)
If you need to contact us by phone, we recommend that you call during our less busy times.
These are usually between 12pm (noon) to 2pm and 4pm to 6.30pm
Our busiest time was 8am to 9am with 2,944 total calls
Mossley Fields Surgery
Total calls answered: 1,998 (86%)
Total calls answered in under 5 minutes: 1,385 (69%)
If you need to contact us by phone, we recommend that you call during our less busy times.
These are usually between 12pm (noon) to 2pm and 4pm to 6.30pm
Our busiest time was 8am to 9am with 471 total calls
Holland Park Surgery
Total calls answered: 2,127 (93%)
Total calls answered in under 5 minutes: 1,938 (91%)
If you need to contact us by phone, we recommend that you call during our less busy times.
These are usually between 12pm (noon) to 2pm and 4pm to 6.30pm
Our busiest time was 8am to 9am with 474 total calls
Contact us online
You can contact us about a medical, administrative or prescription issue by clicking here. Or directly through the NHS App.
How to use the online form
- Click on the “Contact us online” button
- Select either admin or medical request
- Confirm this is a non urgent request
- Write the request to the practice, giving as much information as possible
- Tell the practice how you want to be contacted
- Enter your details
- Press submit!